Improve customer experience? Read here why you might want to

Why improve the customer experience?

The moment customer experience improvement comes on the agenda, the reason has probably already been carefully considered. It may be due to internal developments or simply because it is realised that it is not optimal and competitive advantage can be gained from improving it. Improving the customer experience has some great benefits and delivers quite a bit in a number of areas. The most important in a nutshell:

1. With customer experience improvement, Customer Satisfaction increases

The logical consequence of working in a more customer-oriented way is that customers are more satisfied. Improving customer experience automatically means working in a more customer-oriented way. Higher customer satisfaction leads to more loyal customers and to customers buying more.

2. Better customer experience = Less waste, more value

Where customer experience stands for being tailored to the customer's wants and needs, you will increasingly align business processes with customer needs. That means customers will have to contact you much less often about things that go wrong in their eyes (waste) and much more about things that are valuable (value). We have done studies that showed that 56% of customer service contact moments are waste. With clients, we were then able to drastically reduce that, generating huge savings.

3. Higher employee satisfaction as a result of improved customer experience

Improving customer experience directly results in increased employee satisfaction. Fewer complaining customers and processes that are better tailored to the customer simply make work more enjoyable. Especially natural if you make customer experience improvement not a project but an ongoing and standard way of working. Then employees can think along and provide input on bottlenecks that should be solved to improve the customer experience.

4. Long-term distinctiveness

Product features, price, location and some other traditional marketing Ps are easy to copy these days. What is harder to copy are customer-tailored business processes and an optimal customer experience. Yet the way customers experience being a customer does determine loyalty. You are often a long-term customer somewhere because you get good service, not because they are the cheapest. Right?

5. A lot more depending on the situation.

We have listed the 4 most obvious returns for you. Improving lace perception yields many more. However, that depends entirely on the situation. Wondering what customer experience improvement can do for your organisation? Get in touch with us!